Senior Customer Success Manager – SaaS

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• Manage a portfolio of strategic enterprise accounts from start to finish

• Foster long-term relationships with leaders in pricing, e-commerce, and category management, including C-level executives

• Identify retention risks and implement save strategies prior to renewal impacts

• Recognize and pursue upsell and cross-sell opportunities in collaboration with Sales Account Executives

• Lead onboarding processes and platform adoption to ensure rapid value realization

• Conduct business reviews, workshops, and executive training sessions

• Create and deliver performance reports using analytics and business intelligence tools

• Ensure accurate account data management in HubSpot

• Enhance playbooks and workflows while maintaining service delivery standards

• Collaborate with Sales, Marketing, Product, and Operations teams

• Promote engagement, adoption, retention, and growth across North American enterprise accounts

• Serve as a strategic advisor linking platform utilization to clients' commercial goals

⛳️ Requirements

• Over 5 years of experience in Customer Success, Account Management, or similar client-facing roles in the B2B SaaS sector

• Full professional proficiency in English

• Bilingual in English and Spanish preferred; strong professional Spanish skills are a plus

• Proven track record of retention and expansion achievements in enterprise accounts, including renewals, upsells, and net revenue retention

• Strong analytical abilities and proficiency with data and business intelligence tools

• Familiarity with modern CRM and customer tools; HubSpot experience preferred

• Proficient in Google Workspace

• Excellent communication and presentation skills, including experience with C-suite meetings and webinars

• Experience in retail technology, e-commerce, pricing, or competitive intelligence solutions is beneficial

• Hands-on experience in implementing SaaS platforms with enterprise clients is a plus

• Knowledge of Gen AI tools applied to customer workflows is a nice-to-have

• Located in the US East Coast time zone; preference for candidates in Florida, Texas, Georgia, or Illinois

• Background checks and verification of professional references are required

🏝️ Benefits

• $11,500 on-target bonus

• Additional bonus linked to the department's strategic goals, with potential for higher rewards for exceeding targets

• Up to 37 Paid Days Off per Year

• 15 Paid Vacation Days starting from day one, increasing by one additional day for each completed year of service (up to 20 Paid Vacation Days after 5 years)

• 11 Paid Company Holidays

• 5 Flexible PTO Days for illness, medical appointments, or personal matters

• 1 paid day off each year on your company anniversary

• 1 extra paid day off for each business trip that requires an overnight stay

• Up to 12 weeks of paid parental support for new parents, including 8 weeks of fully paid parental leave and an optional paid 4-week Return-to-Work Program

• Up to $650/month for Healthcare Reimbursement (ICHRA)

• Flexible work schedule

• Annual budget allocated for training

• Optional hybrid work arrangement via co-working space

• Provision of work equipment, including computer, monitor, keyboard, mouse, and headphones

• Be part of a diverse, international, and rapidly growing organization

• Equal opportunity workplace with an Equality and LGBTQ+ Plan